RE: *Booking ID: ZUTAKE*Air Canada Confirmation Code: R*KQAZ* *Itinerary Numbe...

GetHuman-mdoishi's customer service issue with Air Canada from August 2018

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RE: *Booking ID: ZUTAKE*Air Canada Confirmation Code: R*KQAZ* *Itinerary Number: ***************Departure date: July *, ******It is with great frustration and disappointment that we write this email to you. We planned a visit from Calgary, to our daughter and her family in Denmark for July, ****.*When we booked our flight from Calgary to Denmark, we were concerned about the short connection time between Toronto and Copenhagen (* * hrs.). As it was set up by Air Canada, we assumed that it wouldn’t be a problem. Before we even got to the airport, we started receiving flight change notifications for our YYC to YYZ flight, delaying our departure time by ** minutes. We were reassured by the Air Canada staff that it wouldn’t be a problem making our connection and a kind agent in Calgary even tried to reassure us by changing our seats closer to the front so we could disembark faster. Again, on the flight, we were reassured that it wouldn’t be a problem. So when we got off the plane in Toronto, we had ** minutes make our connection. So of course we ran across the airport to happily see that we were in time to board. So as we handed the attendant our tickets, to board the airplane to Copenhagen, we were pulled aside and were told that because the connection time was short, our bags did not make it on the connecting flight and that we would be leaving an hour later…to LONDON, ENGLAND!?!? We were concerned about our * suitcases and we were reassured by the Air Canada agent that they would arrive in Copenhagen with us. So…once we got over the shock of what was happening, we realized that we hadn’t purchased pounds as we hadn’t intended on visiting the UK. **Once we arrived at Heathrow, we had a about a * hour wait, so we spent a very stressful time trying to confirm that our bags were in fact going to be sent to Copenhagen and that we didn’t have to retrieve them at Heathrow. We were reassured by an agent at the Air Canada counter, that the bags would be arriving with us in Copenhagen. We even confirmed it with the British Airways agent and were told the same thing. So when we arrived in Copenhagen, we nervously awaited our bags and… bags!!! So, we had already lost a * a day with our family and we spent another * hours at Copenhagen airport, while our * year old granddaughter waited for us, trying to get everything sorted out and “file a claim”, etc. We were reassured that we should receive them most likely the next day and that they would be delivered to us at our daughter’s house. We spent the next * DAYS calling many phone numbers, being bounced back and forth between Air Canada and British Airways, dealing with language barriers. As were had purchased our tickets through TD Visa, we contacted them and were relieved to be able to purchase some items to get us through until our bags came. We wasted a lot of our precious holiday time, shopping and basically being totally inconvenienced, ie: no camera charger so we couldn’t take photos* my husband had to delay a fishing trip because he didn’t have his equipment, etc., etc. So needless to say, it was with great relief to FINALLY RECEIVE OUR BAGS * DAYS LATER!! **So again, when it was time to return to Calgary, the texts started coming in, delaying our departure time from CPH for YYZ, again making the already short connection time even shorter. So again, we had to run to make our flight and only because the line at the Customs counter was short, we were able to make our flight back to Calgary. Needless to say, it was with great trepidation that we awaited our bags in Calgary and were so relieved to receive them along with everyone else’s.**So during this whole fiasco, anytime we had to deal with any Air Canada personnel, we were treated with such kindness and understanding. **So now that were are back in Calgary, we have spent many hours dealing with submitting claim forms to TD Visa to recover our costs and again, being bounced back and forth between the two airlines to receive required information for our claim. **We would like to be compensated for our time, stress and inconvenience for this experience.**Yours truly,**Douglas and Marjorie Oishi

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Air Canada

Customer service issue
Reported by GetHuman-mdoishi
Aug 28th, 2018 - 3 years ago
Seen by 26 customers so far
Similar issue to 646 others
0 customers following this
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GetHuman-mdoishi started working on this issue
Aug 28th, 2018 4:09pm
GetHuman-mdoishi indicated the issue is not fixed yet.
Sep 12th, 2018 5:23am
GetHuman-mdoishi indicated the issue is not fixed yet.
Sep 12th, 2018 5:27am

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